FAQ

FREQUENTLY ASKED QUESTIONS (FAQ)

Last Updated: September 6, 2026

Welcome to ZBR Store! Below are answers to some of the most common questions about our products, orders, shipping, returns, and customer support.

1. What is ZBR Store?

ZBR Store is an online pet-products store offering products for pets and pet owners.

We operate from Pakistan and currently focus on serving customers in the United States.

2. Where does ZBR Store ship?

We currently ship orders to addresses within the United States only.

We do not currently offer international shipping outside the United States.

3. How long does shipping take?

Orders are generally processed within 1–3 business days.

After an order has been shipped, estimated delivery is approximately 5–10 business days.

Delivery times are estimates and are not guaranteed.

4. Is shipping free?

Yes. We currently offer free shipping within the United States on eligible orders.

5. Will I receive a tracking number?

Yes. Once your order has shipped and tracking information becomes available, we may send you a shipping confirmation containing the tracking information.

Please allow some time for tracking information to become active after shipment.

6. Can my order arrive in multiple packages?

Yes. If your order contains multiple products, your items may be shipped separately and may arrive in different packages or at different times.

This can happen when products are fulfilled from different locations, warehouses, suppliers, or fulfillment facilities.

7. Why has my order not arrived yet?

Please first check the tracking information provided with your shipping confirmation.

Delivery may occasionally take longer than the estimated timeframe because of carrier delays, weather, holidays, high shipping volumes, fulfillment delays, or other circumstances outside our reasonable control.

If you believe your order is significantly delayed or there is another delivery issue, contact us at info@zbrstore.com.

8. What should I do if my tracking says "delivered" but I haven't received my package?

First, check your mailbox, porch, entrance, or other usual delivery locations. You may also want to check with household members or neighbors who may have accepted the package.

If you still cannot locate it, contact us at info@zbrstore.com with your order information.

We review missing or potentially lost packages on a case-by-case basis.

9. What if I entered the wrong shipping address?

We may be able to update your shipping address if your order has not yet been processed.

Once an order has been processed or shipped, we may not be able to change the address.

Customers are responsible for providing a complete and accurate shipping address.

10. Can I cancel my order?

You can contact us as soon as possible if you want to cancel your order.

We may be able to accommodate a cancellation if the order has not yet been processed or shipped.

Once processing or shipment has started, cancellation may no longer be possible. In that case, our Return & Refund Policy may apply.

11. What is your return policy?

We generally allow customers to request a return, exchange, or refund within 7 days of delivery, subject to the requirements and exclusions in our Return & Refund Policy.

Items generally need to be unused and in their original condition, with applicable packaging, tags, accessories, and components.

Please review our Return & Refund Policy before sending anything back.

12. Can I return a product if I simply changed my mind?

You may request a return within the applicable 7-day period, but approval is not automatic.

Depending on the circumstances, applicable return shipping, service, processing, fulfillment, or other charges may be deducted from the refund.

Some products may also be excluded from returns, particularly certain opened or used hygiene, grooming, oral-care, or safety-related products.

13. What if my product arrives damaged or defective?

We may ask you to provide photos or videos showing the damage or defect, along with your order information.

Depending on the circumstances, we may offer a replacement, exchange, refund, or another appropriate resolution.

14. What if I received the wrong product?

Please contact us at info@zbrstore.com as soon as possible.

We may request photos or videos and other order information so that we can review the issue and determine an appropriate resolution.

15. How do I request a return?

Do not send a return to the package sender's address or another address unless we specifically instruct you to do so.

Unauthorized returns may not be accepted or processed.

16. How will I receive my refund?

Approved refunds are generally issued to the original payment method used for the purchase.

Depending on the circumstances, applicable service, processing, shipping, fulfillment, or other charges may be deducted where permitted by applicable law and our policies.

The time required for a refund to appear in your account may also depend on your payment provider or financial institution.

17. What payment methods do you accept?

Available payment methods are displayed during checkout.

Payment processing may be handled by third-party payment providers. The payment methods available to you may vary depending on your location, device, order, or payment provider.

18. Is my payment information secure?

Payments may be processed through third-party payment providers and Shopify's payment infrastructure.

ZBR Store does not intentionally collect or store complete payment card information through ordinary customer communications.

For more information about how personal information is handled, please review our Privacy Policy.

19. Where are your products shipped from?

Because ZBR Store uses third-party fulfillment and dropshipping services, including CJdropshipping, products may be fulfilled from different warehouses or locations depending on the product and order.

The fulfillment location may therefore vary between products.

20. Are all products available at all times?

No product is guaranteed to remain available at all times.

Product availability may change because of inventory levels, supplier availability, fulfillment limitations, or other circumstances.

If an ordered product becomes unavailable, we may contact you regarding available options.

21. Do product colors or appearance always look exactly like the pictures?

Not necessarily.

Product images are provided for general reference. Actual colors or appearance may vary slightly because of screen settings, lighting, photography, manufacturing variations, packaging changes, or supplier updates.

22. Can I change my order after placing it?

If you need to change an order, contact us at info@zbrstore.com as soon as possible.

We may be able to make changes if the order has not yet been processed.

Once processing or shipment has begun, changes may no longer be possible.

23. Do I need an account to place an order?

If checkout allows guest purchasing, you may place an order without creating a customer account.

Any account options available on the website will be displayed during the shopping or checkout process.

24. Do you sell products outside the United States?

Not currently.

ZBR Store currently ships to customers within the United States only.

25. How can I contact ZBR Store?

For questions about products, orders, shipping, returns, refunds, or other customer-service matters, contact us at:

Email: info@zbrstore.com

Website: zbrstore.com

ZBR Store
House No. 116, Rachna Block, Chinar Bagh, Raiwind Road, Lahore 55150, Pakistan

We will make reasonable efforts to respond to customer inquiries and provide appropriate assistance.

26. Where can I find your other policies?

You can review our other store policies, including:

Privacy Policy
Terms of Service
Shipping Policy
Return & Refund Policy
Legal Notice

These policies explain additional terms and conditions that apply to your use of our website and purchases from ZBR Store.

Please note: Information in this FAQ is provided for general convenience. If there is a conflict between this FAQ and another applicable ZBR Store policy, the more specific applicable policy will control, subject to applicable law.